# Supervisor- Customer Care at Chalhoub Group

Chalhoub Group is hiring a Supervisor- Customer Care. Level rates it Little AI ●○○○; you can [apply on Chalhoub Group](https://jobsbylevel.com/go/fada726b-114a-4676-b300-3a2c93e1d59a?utm_medium=ai-agent).

AI Level 1, AI centrality 38 out of 100. Amman, Jordan.

## Details

- Company: [Chalhoub Group](https://jobsbylevel.com/companies/chalhoub-group)
- AI level: AI Level 1 (score 38 out of 100)
- Location: Amman, Jordan
- Posted: October 19, 2026
- Apply: https://jobsbylevel.com/go/fada726b-114a-4676-b300-3a2c93e1d59a?utm_medium=ai-agent

## Description

INSPIRE | EXHILARATE | DELIGHT For over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty, jewellery, watches, eyewear, and art de vivre categories. Every step at Chalhoub Group is taken to build a future where luxury dreams become reality — bridging cultures and crafting memorable experiences for our consumers. Be it by constantly reinventing itself, committing to innovation, or embracing new technologies, the Group is shaping the future of luxury retail. It delivers seamless omnichannel experiences across more than 950 stores, online platforms, and mobile apps. Driving this innovation journey is The Greenhouse — the Group’s innovation hub, incubator, and accelerator for startups and emerging businesses, regionally and globally. Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion, and a workplace catalysed by forward thinking and future-proofing. Today, it brings together over 16,000 talented professionals across eight countries in the Middle East, with a presence in LATAM. Sustainability is at the core of the Group’s strategy, guided by a clear commitment to people, partners, and the planet. Chalhoub Group is proud to be a member of the United Nations Global Compact, a signatory of the Women’s Empowerment Principles, and to have pledged to reach Net Zero by 2040. What you'll be doing Brand Servicing Operations Support day-to-day service delivery across the brand portfolio, monitoring SLAs, service quality, and resolution performance, while highlighting potential risks to the Manager. Handle Tier 2 brand escalations, acting as the key point of coordination between frontline agents, brand teams, and relevant stakeholders to ensure timely resolution. Execute and maintain brand-specific operational playbooks, including process flows, escalation procedures, compensation guidelines, and tone-of-voice standards to ensure consistency with each brand's positioning. Support dedicated brand servicing teams in maintaining high service standards and delivering a premium customer experience. Support the onboarding of new brands and markets into the servicing model, including operational briefings, SOP development, and go-live readiness. Customer Platform & System Operations Act as the first point of contact for the operational management of customer engagement platforms and internal systems, ensuring accurate customer profiles, account information, transactions, and service-related activities. Execute and quality-check manual account adjustments, customer account updates, service-related transactions, and goodwill gestures in line with approved guidelines and authority matrices. Monitor daily platform performance, system processes, and integration feeds with POS, eCommerce, and CRM systems, escalating technical issues to the relevant teams with clear supporting details and business impact. Maintain operational configuration records to ensure that system updates, service rules, and process changes are properly documented and traceable. Customer Case Management & Escalations Oversee customer case management activities end to end, including case triage, assignment, ageing management, and resolution within agreed SLAs. Handle Tier 2 escalations relating to customer account discrepancies, transaction issues, service requests, account updates, and system-related concerns. Act as the escalation point between frontline care agents, retail and eCommerce teams, and relevant internal functions, ensuring seamless coordination and timely resolution. Monitor and manage case backlogs, ensuring ageing cases are addressed proactively and recurring issues are resolved through root-cause analysis. Campaign & Customer Engagement Support

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/supervisor-customer-care-at-chalhoub-group-33aae7

Source: https://jobsbylevel.com/jobs/supervisor-customer-care-at-chalhoub-group-33aae7

## Cite this page

Level. https://jobsbylevel.com/jobs/supervisor-customer-care-at-chalhoub-group-33aae7.

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